Paulette Woods
Chicago
Summary
Results-driven Debt Collection and Accounts Receivable Specialist with 6+ years of B2B Collections/ Commercial account reconciliations, generating and analyze accounts receivable reports, reconcilling account balances, posting/applying payments. Proven ability to increase recovery rates and reduce delinquency while maintaining strong customer relationships. Resolved over 20,000 customer support tickets and complaints through prompt and empathetic communication. Experience with leading a cross-functional team to streamline the collections process, decreasing outstanding receivables within 7 months and boosting departmental efficiency through coaching/leading by example. Skilled in managing high volume debt and dispute resolution on accounts with a 10M+ debt portfolio using various CRM and ERP systems.
Overview
12
12
years of professional experience
Work History
Debt Collection Specialist
Aeropay
Chicago
02.2023 - 06.2025
- Startup
- Collection related tasks for U.S. Cannabis Dispensaries/Online Gaming merchants . B2B collections while working alongside merchants to assist with collections efforts. Responsible for providing insights and recommendations for improving collections and cash management/cash flow. Prepares, reviewes, and sends invoices to customers. Makes independent decisions based on historical and external data.
- Fraud Review: Collaborate with clients to identify fraud patterns, trends, and potential vulnerabilities. Support the implementation and configuration of fraud solutions. Analyze accounts/data to identify suspected fraud activity, determining existing fraud trends, and providing insight. Recommending further action or discontinuation of service on occasions where payment is not forthcoming or fraud is suspected.
- Handle member inquires of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and taking call types such as stop payments, debit card issues, credit card inquiries, ACH transactions.
- Updates the Collections SOP as process's change. Assist with the management of on-site/off-site Collections Team by providing daily Collections Assignments. Monitor daily, weekly, and monthly review of collections metrics. Act as a liaison between our Collection Agents as a source of support to maximize the teams ability to meet KPI's by providing shadow sessions and coachings when necessary.
- Provides detailed customer reconciliations as required, resolving payment disputes, POA's, processing payments/refunds. Mange Collections /Payment Ops Queue via Salesforce to ensure customers receive responses within a timely manner.
- Utilizes negotiation skills to persuade customers to make payments on accounts. Collaborates with Engineers, Dev Op's, and Sales Team to determine new methods to maximize our recovery efforts, and create customized dashboards for in-depth collection metrics.
Collection Specialist ( Commercial )
Community Investment Corporation
Chicago
12.2021 - 07.2022
- Prepare, review, and send invoices to customers. Responsible for maintaining the performance level of the B2B loan portfolio by working one on one with clients to help bring their accounts current through a combination of, successful negotiation, and dispute resolution with strict adherence to established departmental and compliance procedures. This position works under supervision of the Vice President of Asset Management while exercising independent judgment.
- Responsible for analyzing commercial lending portfolios to ensure all outstanding debts are paid and working closely with clients experiencing hardships to come up with a solution to cure their debit by offering other payment alternatives for example Repayment Plans, or selling their commercial properties.
- Notifying clients of Building Codes, City of Chicago Citations, or Housing Court cases in a timely manner once notice is received.
- Utilizes well-honed negotiation skills to persuade consumers to resume payments on undisputed accounts.
- Provides input to management on workflow issues, patterns and improvements. Identifies process improvements to streamline operations and maintain adequate controls across the organization.
- Promotes and maintains a positive work atmosphere by behaving and communicating in a manner consistent with professional standards to get along with members, co-workers, management and vendors.
- Keeps abreast of industry developments including, but not limited to, changes in regulations, technology, etc.
- Ensures adherence to company policies, procedures, and consumer finance regulations.
Loss Mitigation Specialist
FirstSource / SourcePoint Mortgage
Chicago
06.2020 - 12.2021
- Responsible for thoroughly reviewing and assessing the Loss Mitigation application and verify whether the homeowner/mortgagor has a legitimate hardship situation in order to determine the best workout option available for the homeowners/mortgagors to mitigate potential losses on delinquent loans by using various workout alternatives, i.e.: trial/forbearance/repayment plan agreements, modifications, pre-foreclosure sales (short sales) and Deed-in-Lieu of Foreclosure.
- Manage individual pipeline of loans and maintain timely and compliant process to the standards set forth by compliance or regulators.
- Evaluate borrow application packages to determine the financial circumstances of a borrower, capacity, and ability to pay.
- Reconcile sources of income, tax returns, and balance sheets/statements, and credit bureau reports Evaluate property valuations and/or appraisals to determine beneficiary's equity position and assure adequate collateral of the security instrument is maintained.
- Collection Experience: Negotiate terms of the various workout alternatives with mortgagors, real estate brokers, attorneys, MI companies, government agencies, and client.
- Monitor loans for payment receipt and borrower performance during agreed upon trial plan period, forbearance plans, or repayment plan arrangement.
- Assist teams within the department to perform all other responsibilities and duties deemed necessary.
- Act in a professional manner with clients/peers to successfully achieve department & company goals.
- Experience with Microsoft Excel, Google Sheets, Outlook, Microsoft Word, and other ERP systems.
Loss Mitigation / Loan Processor
Dovenmuehle Mortgage
Lake Zurich
11.2018 - 04.2020
- Contact and interact with delinquent borrowers to review different options to foreclosure.
- Ensure to request information related to next file process from suppliers or clients.
- Provide direction and leadership to borrowers / team members.
- Respond to cost and fees request from customer through vendor program, phone or email.
- Notify Processor regarding Trial and Loan Modification Offer Acceptance from Borrowers.
- Process Re-payment, and Trial Payments through Third Party Payment Processing System.
- Advise borrowers of their acceptance or denial within the Loss Mitigation programs.
- Preforms collections activities on delinquent mortgages.
- Tracking and notations of all borrower communication on account.
- The primary responsibility is to procure and review credit packages (i.e., assumptions, subordinations, partial releases, etc.) for completeness and accuracy in preparation for underwriting.
- The Loan Processor will request, obtain and review documents essential for underwriting, in accordance to client and regulatory requirements.
- Correspond and interact with borrowers, clients and third parties regarding required documents and timeframes.
- Work with outside vendors requesting credit, title, appraisals, as applicable.
- Obtain and review specific documents for completeness.
- Comply with all state and federal regulations and adhere to all policies and procedures within appropriate timeframes.
- Ensure timely delivery of completed loan packages to underwriters, in accordance with client and department requirements.
- Extensive Collection Experience.
- Perform loan level reconciliation of account receivables and payables.
- Collaborate with team and management during automation and streamlining initiatives.
- Achieve client servicing level performance standards and maintain status reports.
- Cross train in other areas within the department.
- Assist with other duties, as requested.
Child Education Specialist
Chicago Botanic Garden
Glencoe
05.2013 - 06.2018
- Call Center Setting / answering a high volume of phones calls in addition to being the first point of contact for online login issue or support.
- Problem solve to resolve all customer related issues will maintaining a healthy relationship with customers.
- Completing and processing orders.
- Run various custom reports.
- Balance daily sales.
- Build seasonal, private and cooperate events in the company database that are then sold on company website.
- Assist with all adult registration's, events, and cooperate events.
- The first point of contact for all customer service related issues/ Assist with New Hire Training.
- Accounts Payable.
- In charge of building all Camp Programs ( 100 plus Camps ) to sell on company website and within company database including Spring, Winter, and Summer Break Camps.
- First point of contact for all Camp Registrations and Wait List.
- Schedule's all OTO Group Visits ( On Their Own Group Visits) for Assisted Living Facility and Senior Homes and creates annual and yearly reports regarding.
- Builds all Daily Parking and Advance Parking ( including commissions) into our company computer system which then go for sale at Chicago Botanic Gardens as well as on the Chicago Botanic Garden website.
- Coordinate New Nature Preschool responsible for registration and payment plans for 36 parents.
- Set up new payment contracts for New Nature Preschool as well as collections activities around 4 payment cycles.
Education
Business Administration - Social Work
COLLEGE OF LAKE COUNTY
06.2013
Skills
- Google Sheets
- Salesforce
- Intercom
- Microsoft Outlook
- Mortgage ERP Systems
- Asset Management
- Microsoft Excel
- Microsoft Office
- CRM
- Microsoft Word
- Customer service
- Accounts receivable
- Negotiation
- Dispute resolution
- Payment arrangements
- Collections software
- Bankruptcy laws
- Complex Problem-solving
- Performance improvements
- Payment plan development
- Call center background
- Cashflow report generation
- Attention to detail
- Excellent communication
- Vlookup Pivot Tables
- Customer relationship management
- Risk assessment
- Fair debt collections practices
Timeline
Debt Collection Specialist
Aeropay
02.2023 - 06.2025
Collection Specialist ( Commercial )
Community Investment Corporation
12.2021 - 07.2022
Loss Mitigation Specialist
FirstSource / SourcePoint Mortgage
06.2020 - 12.2021
Loss Mitigation / Loan Processor
Dovenmuehle Mortgage
11.2018 - 04.2020
Child Education Specialist
Chicago Botanic Garden
05.2013 - 06.2018
Business Administration - Social Work
COLLEGE OF LAKE COUNTY
Similar Profiles
Angelina NaseemAngelina Naseem
Sales Associate (Seasonal) at The Black TuxSales Associate (Seasonal) at The Black Tux
Erin RollagErin Rollag
Registered Nurse, Medical-Surgical Unit at Rush University Medical Center, RUMCRegistered Nurse, Medical-Surgical Unit at Rush University Medical Center, RUMC
James ElamJames Elam
Educational Support Professional at Harold Washington Elementary SchoolEducational Support Professional at Harold Washington Elementary School
MARIO HERRERAMARIO HERRERA
Emergency Department Technician at Endeavor HealthEmergency Department Technician at Endeavor Health
Kelly SweeneyKelly Sweeney
Service Coordinator/Billing Specialist/Debt Collection Specialist at Rich Fire ProtectionService Coordinator/Billing Specialist/Debt Collection Specialist at Rich Fire Protection